Royal Caribbean Cruises

Increased Call Volume, 57% Turnover Reduction

CHALLENGE – Keeping Agents on Board

Royal Caribbean Cruises Ltd., one of the world’s most popular vacation cruise lines, offers call center agents compelling reasons to stay with the company. Despite these perks, agents were leaving at a rate of approximately 63% per year.

SOLUTION – EASy Simulation® and a retention measure

To accurately predict which applicants would excel and remain on the job, Royal Caribbean implemented EASy Simulation for Contact Center Agents and the retention measure.

RESULTS – High Call Volume and Retention

• 57% decrease in turnover
• Staffing remained constant even as call volume steadily increased to highest levels
• Agents averaged 80 – 90 calls per day
• The call center began receiving calls that previously had been outsourced, representing 300,000 extra calls per year

Engage, hire, and retain top-performing contact center agents. Click here to learn more about our award-winning Contact Center Agent simulation.